Wilner JeanPierre
Springfield,IL
Summary
Dynamic IT Specialist with a proven track record at the State of Illinois, adept at enhancing system efficiency through strategic IT troubleshooting and risk management. Skilled in technical support and documentation, I successfully led projects that improved operational performance and user satisfaction, fostering a culture of innovation and collaboration.
Overview
17
17
years of professional experience
Work History
IT Specialist
State of Illinois (DOIT)
06.2022 - Current
- Developed training materials and conducted sessions for staff on new technologies and best practices.
- Collaborated with cross-functional teams to identify technology needs and propose effective solutions.
- Analyzed system performance metrics, identifying areas for improvement and streamlining operations.
- Led IT projects from initiation to completion, driving adoption of innovative technologies within the organization.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Walked individuals through basic troubleshooting tasks.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Trained employees on new technologies, increasing competency levels across the organization.
- Monitored systems in operation and input commands to troubleshoot areas.
- Installed, configured and maintained computer systems and network connections.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
IT Specialist
RL Canning
01.2020 - 06.2022
- Managed IT infrastructure, ensuring optimal performance and reliability for all systems.
- Provided technical support to end-users, resolving issues promptly to minimize downtime.
- Implemented security protocols, safeguarding sensitive data across all platforms and devices.
- Conducted system upgrades and installations, enhancing overall functionality and user experience.
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Configured and maintained computer systems, networks, and peripherals to enhance operational efficiency.
- Analyzed support trends to optimize resource allocation and enhance service delivery within the IT department.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Letter Carrier
USPS, United States Postal Service
08.2016 - 12.2019
- Delivered mail and packages efficiently to designated routes, ensuring timely service.
- Operated postal delivery vehicles while adhering to safety regulations and traffic laws.
- Sorted and organized mail using automated systems for optimized delivery flow.
- Maintained accurate records of deliveries, signatures, and customer interactions for accountability.
- Trained new staff on postal procedures, enhancing operational efficiency and service quality.
- Resolved customer inquiries and complaints promptly, fostering positive community relations.
- Collaborated with team members to improve delivery processes and reduce delays in service.
- Improved mail delivery efficiency by accurately sorting and organizing mail according to designated routes.
- Increased productivity by streamlining processes for loading vehicles with sorted mail at the beginning of each shift.
Networking Technician
AT&T
06.2014 - 01.2016
- Installed and configured networking equipment to enhance connectivity and performance.
- Monitored network performance, identifying and resolving issues promptly to ensure uptime.
- Conducted routine maintenance on network systems, optimizing reliability and efficiency.
- Collaborated with cross-functional teams to implement network upgrades and enhancements.
- Mentored junior technicians, fostering skill development and professional growth within the team.
- Optimized wireless networks, ensuring optimal coverage and bandwidth utilization.
- Managed vendor relationships, ensuring timely delivery of hardware and software products necessary for successful project completion.
- Conducted routine inspections and troubleshooting of alarm equipment to enhance reliability.
- Installed and maintained alarm systems, ensuring compliance with safety protocols.
- Exceeded project timelines by efficiently organizing tasks and prioritizing jobs based on urgency levels.
- Maintained up-to-date knowledge of industry trends and advancements, enabling the recommendation of cutting-edge security options to clients.
- Trained new technicians in proper installation techniques and safety protocols, resulting in a more cohesive team dynamic.
- Commissioned new fire alarm systems, installing related hardware and software required by facilities.
Technician
Comcast
01.2009 - 05.2014
- Diagnosed and repaired customer equipment to ensure optimal performance and service delivery.
- Conducted routine maintenance checks to enhance system reliability and reduce service interruptions.
- Collaborated with team members to troubleshoot complex technical issues, improving resolution times.
- Documented service calls and repair activities in compliance with company policies and procedures.
- Assisted in training new technicians on equipment handling and safety protocols to maintain high standards.
- Streamlined workflows by implementing best practices for equipment installation and troubleshooting processes.
- Evaluated customer feedback to identify service improvement opportunities, enhancing overall satisfaction levels.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Educated customers on system usage, features, and maintenance procedures.
- Maintained accurate records of installations, repairs, and equipment inventory.
- Stayed current on industry trends, technologies, regulations, and best practices through continuous learning and professional development initiatives.
- Conducted thorough site surveys for optimal equipment placement and accurate job estimates.
Education
Associate of Science - Computer And Information Sciences
Indiana Wesleyan University
Marion, IN07-2022
Certificate of Technical Studies - HVAC
ATI
Miami, Florida09-2010
High School Diploma -
Notre Dame De L'assomption
Haiti 07-1998
Skills
- IT troubleshooting
- IT documentation
- Information security
- Troubleshooting
- IT risk management
- Troubleshooting and Diagnostics
- IT consulting
- Technical troubleshooting
- Ticket management
- Technical issues analysis
- LAN/WAN
Languages
English
Full Professional
French
Native or Bilingual
Timeline
IT Specialist
State of Illinois (DOIT)
06.2022 - Current
IT Specialist
RL Canning
01.2020 - 06.2022
Letter Carrier
USPS, United States Postal Service
08.2016 - 12.2019
Networking Technician
AT&T
06.2014 - 01.2016
Technician
Comcast
01.2009 - 05.2014
Associate of Science - Computer And Information Sciences
Indiana Wesleyan University
Certificate of Technical Studies - HVAC
ATI
High School Diploma -
Notre Dame De L'assomption